Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself and my brother are currently renting a property from **** and Abernathy that began 10/2023. From the beginning, there was a smell that was believed to be mold. They were notified immediately and stated it was not mold without any test other than representatives from the rental company and a company coming out and smelling. The smell continued to get worse. They sent a company out to spray for the mold months later 04/15/2024 after me conducting my own mold test and the results were positive. My brother is on oxygen and has breathing conditions. We can not continue to live in this residence. We ask that they accommodate us by providing another residence for the same price immediately or letting us out of the lease so we can find a livable residence. These are serious conditions. I reached out to maintenance/ ********************* on 06/03/2024 informing her that the smell of mold is still present. She said she would get back to me after speaking with the owner. As of today 06/11/2024, I still have not heard from anyone. They have continuously addressed this issue with no urgency even knowing our concerns for my brother's health..

  Business Response

  Date: 06/19/2024

  Dear BBB Representative,

  I am writing in response to the complaint submitted by **'************************* regarding their tenants at ***********************************. We appreciate the opportunity to address the concerns raised and provide clarity on the actions taken by our office. 

  Attached to this you will find a timeline of events from when the tenants first work order was opened October 27, 2023 until the most recent events. I have also attached supporting documentation of work orders, invoices, reports, and communication records (text messages and emails.)

  We understand the importance of tenant satisfaction and strive to address all concerns promptly. Despite our ongoing efforts to resolve the issues, we recognize the tenant's right to a comfortable living environment. Therefore, the landlord has agreed to release the tenant from the lease agreement with no penalties, should that be their request. 

  Our office is committed to maintaining high standards of property management and ensuring tenant satisfaction. We believe the attached documentation demonstrates our diligent efforts to address the tenant's concerns in a timely and effective manner. We remain available to discuss this matter further and to find a resolution that is satisfactory to all parties involved.  

  Thank you for your attention to this matter. 

  Sincerely,

  ***************************************

  Property Manager

  **** & Abernathy Realty, Inc.

  Customer Answer

  Date: 06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  Ja'*************************
  
  
  
  

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/25/23 I completed rental application with this company for a property located in Hopewell. I was told I was approved and the protocol was after 48 hours of such approval the deposit was due, I inquired if I could see the property prior to making such a deposit. I was told the contractors were still completing repairs and the property would be available for viewing after 9/20/23. On 10/3/23 I was told the inspector had approved the property for viewing. When I went to check it out there was a live ***** in the dishwasher, mold spewing from the air conditioner window units and the previous tenants tub stickers were still in the discolored tub. I brought all these concerns to the inspector and was told Im not getting a new home. So I spoke with the property manager and she stated I would be in contact once these issues were remedied. Friday 10/27/23 at 2:35PM I was told the issues were remedied and to come see the property, however I was at work and the company is closed over the weekend, I reached out on my day off 11/1 to see the property and was told a $1200 deposit would be due by 11/2. I picked my children up from school early to go see the home and was met with ***************** appearing to have been kicked in and a hole in the door. I sent a picture of it to the company and they stated they were aware. I asked for the property manager to call me back as the receptionist could not confirm if the door was being replaced as it appeared a plank had been nailed to the door prior to. The next morning I received a text message saying my application had been filed away, I called to speak with the property manager and she stated she could make me no promises and could not confirm if the door that had a hole in it was going to be replaced but it would be safe, lockable and I should have made the deposit 24 hours prior to. Today, the property has been listed back on Zillow for rent, and ***** has contacted me about the safety of the home despite my patience.

  Business Response

  Date: 11/16/2023

  We appreciate the opportunity to address the concerns raised in the recent BBB Complaint regarding the application process for one of our rental homes. We understand the importance of the inquiry and are committed to providing clarity on the situation.
  We thank the applicant for choosing one of our rentals as their potential future home and their flexibility in allowing us to address certain repairs before requiring the deposit up front. Our office always allows an applicant to view a property prior to paying their security deposit. Once the security deposit is paid that locks them in and can be considered a big commitment. When the applicant first viewed the home, it was not move in ready.The home still required some cleaning, and we were aware of this. If the propertys condition wasnt communicated prior to the applicants viewing, we apologize for any oversight on our part.
  The applicant did bring to our attention the presence of a live ***** in the home. This was not something we were aware of as the home had been treated for roaches by a professional pest control company multiple times.Our office had not seen any live roaches after the treatments. However, roaches are not something we take lightly. After multiple treatments for roaches, we wanted to ensure a pest-free environment before committing the applicant to a move in date. We did not feel right to require a deposit without being certain of a timeline for resolving the issue. When a deposit is paid, we require that the applicant and our office agree to a move-in date.
  After the home had been treated once again for roaches, the other minor items addressed, and the dead roaches cleaned up the home was ready for the applicant to view once more if still interested. The applicant was thankfully still interested in the home and agreed to view it again after the concerns were addressed.
  There was an unfortunate incident involving a possible break-in. This was brought to our attention first by the landscaping company who were at the home cutting the grass. The back door of the home was damaged again by a possible break-in. Our office was working diligently to notify law enforcement, ensure the home did not suffer further damage, ensure no one was squatting in the home and hire a contractor to ensure the door was able to secure the home. The same day all of this took place, the applicant also viewed the property a second time. 
  The applicant initialed off on their application that they understood the security deposit would be due within 2 business days from receiving approval from our office. We assured the applicant that the damaged exterior door would be working and lockable. We would never expect someone to reside in a home without being able to secure the property. No one in our office is a licensed contractor and we rely on third party contractors to correct concerns in the homes we manage. The back door is not something that would have prevented the applicant from paying their deposit and securing a move in date. As the door would be working as it should prior to any move in taking place.
  As promised, the damaged door has been repaired and we are currently in the process of replacing the door. For reference, we have attached pictures of the door in its present condition.
  We appreciate understanding as we await the owners approval and the necessary funds to finalize the replacement. In accordance with our procedures, we must emphasize the importance of adhering to the specified timeline for submitting the security deposit. As of November 7, 2023, the property is back on the rental market due to the expirations of the more than allotted time for the security deposit to be received. During our phone conversation with the applicant on November 3, 2023, the applicant is still welcome to provide their security deposit. This is still the case; the approved applicant is still welcome to secure the property by submitting their security deposit if it is still available for rent.
  We understand that unforeseen circumstances can arise, and we are open to working with the applicant to find a resolution. Should the applicant wish to move forward with their application and secure the property,please contact our office at ************. We value their interest in the home and hope to assist in making it their new home.
  We look forward to resolving this matter amicably and ensuring a positive experience for the applicant in the future. 

  Customer Answer

  Date: 11/24/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I requested for the company to contact me and clarify if the back door that incurred the breaking and entering would be replaced to meet legally safe standards. The explanation provided further proves the money hungry schemes this company practices versus utilizing compassionate and ethical customer service standards.
  
  Regards,
  
  *******************************